Lack of autonomy fuels turnover at call centres

Retention increases if workers given more autonomy and access to management: study
||Last Updated: 09/12/2007

About one-third of Canadian call centre employees will leave their jobs this year, but employers can stem the loss of workers by giving workers more individual discretion, access to more varied work and putting them in teams according to a new global study.

The study, the

Global Call Centre Report